Operations Technician Job in Acz Global Pvt Ltd

Roles and Responsibilities

Greetings!!!

Please find below the detailed Job description for the open position

Job Location: B'lore/Kochi/Trivandrum

Exp: 4-6 Years

Your key responsibilities

• Work on Incidents & Service Requests assigned to the ServiceNow Operations Level 3 team and resolve the tickets within the defined SLAs.
• Responsible for resolving issues escalated by the Service Desk, Level2 teams & Business users.
• Perform deep investigations & work with Development team, Vendor & Platform team to resolve issues which are complex in nature.
• Perform Root Cause Analysis and ensure permanent fix is applied to address the Problems.
• Perform Deployments
• Create Knowledge articles & Support documentation to build the knowledge base.
• Participate and host various meetings within the team, end users and support teams.
• Ensure timely & quality responses on tickets and emails.

Skills and attributes for success

• Ability to quickly analyse Incidents in Production Environment and fix it within SLA
• Ability to work in time sensitive and stressful situations with ease and professionalism
• Ability to prioritise the tasks on hand, and flexibility to adjust to demanding situations
• Flexibility to work in shifts and on certain weekends for deployments and on-call support
• Excellent verbal and written communication skills.
• Ability to communicate easily with stakeholders

To qualify for the role you must have

• Minimum of 4-6 years experience in ServiceNow Operations & Support role
• ServiceNow Administration certification
• Experience in resolving issues on ITSM modules like Incident, Problem, Change & Release, SLM
• Experience in resolving issues on CMDB, Asset, Knowledge Management
• Experience in configuring Workflows and Inbound/Outbound Email actions
• Experience in handling Integrations, Data loads, Transform maps, ACLs and Client scripts

Ideally, you ll also have

• ITIL Certification
• Knowledge in ServiceNow Discovery& Service Mapping
• Virtual Agent, Predictive Intelligence and Agent Workspace